Medical Billing Customer Service

ALICIA BLAIR

*********@*****.*** 832-***-**** Houston, TX

ACCOUNTS RECEIVABLE AND COLLECTIONS ANALYST ACCOUNT RESOLUTION SPECIALIST Skilled analyst able to apply critical thought as it relates to collections, accounts receivable, and process controls to solve issues that are causing delays in payments from customers and postponing a company’s cashflows. Solid understanding of cash reconciliation, collecting delinquent receivables, and medical insurance claims. Excellent verbal and written communications skills with strong negotiation skills, problem-solving acumen, and attention to detail. Able to work independently, multitask, and prioritize in fast-paced, fluid environments. Core Competencies

ü Credit & Collections Expertise

ü Asset Recovery

ü Account Resolutions

ü Project Management

ü Process Improvement

ü Risk Mitigation

ü Accounts Receivable Analysis

ü Financial Analysis

ü Disputes Management

ü Customer Relationship

Management

ü Research, Audits, & Investigations

ü Fair Debt Collection Practices Act

& Fair Credit Reporting Act

ü Microsoft Office Suite

ü Med Q

ü Vision

ü E-Thomas

ü Medisoft

ü Advantx

ü QuickBase

Areas of Expertise

Accounts Receivable & Collections: Expedite and maximize payments by contacting third party payers and patients. Contact insurance companies concerning unpaid accounts receivables. Investigate and appeal unpaid or partially paid accounts. Maximize the efficiency and accuracy of the collection process by up-front collection and maintaining bill hold reports. Maintain documentation in the patient’s charts of general consent, information release, advanced care directives, and other requirements. Resolve any unusual denials, low payments, or requests for information, including appeals. Verifications: Knowledge of how to interpret a managed care contract, Medicare and Medicaid and Workers Compensation claims. Extensive contact with insurance carriers of all types, as well as communication with patients regarding out of pocket amounts is required. Identification of accounts that have been either under or over paid, issuing credit balance information either to the insurance carrier or the patient.

Customer Service: Manages difficult or emotional customer situations, using logic and reason even when dealing with emotional topics. Identify and resolve problems in a timely manner, gathers and analyze information skillfully, and develop alternative solutions. Respond promptly to customer needs, responds to requests for service and assistance, and meet or exceed customer expectations.

Communication: Speak clearly and persuasively in positive or negative situations, listen and get clarification, and respond well to questions. Write clearly and informatively, edit work for spelling and grammar, present numerical data effectively, and read and interpret written information.

Organizational Support: Follows policies and procedures, complete administrative tasks correctly and on time and support organization's goals and values. Demonstrate persistence and overcome obstacles, measures self against standard of excellence, and take calculated risks to accomplish goals. Prioritize and plan work activities, use time efficiently, and organize or schedule tasks.

Professional Experience

Altus Healthcare Management System, Pearland, TX 2012 – Present PATIENT PAY COLLECTOR

Analyze and manage the company's accounts receivable to identify delinquency and credit risk on patient accounts. Monitor customer accounts to avoid past due balances, overseeing and performing the collection functions of a portfolio, and ensuring optimal cash flow by continued positive contact and relationship building. Responsible for collecting payments due from insurance companies and auditing accounts to ensure correct postings and adjustments of patient accounts, reclassifying accounts when needed. Respond to patient account inquiries in compliance with corporate collections policies, processing patient payments, and generating patient statements. Identify and correct billing errors and resubmit claims to insurance carriers.

Key contributions:

• Make outbound collections calls to patients and insurance companies to obtain claim and payment status for 90- day medical outstanding balances accounts or older and document all communication, including promise to pay information.

• Responsible for accurate and timely submissions of insurance claims to third party carrier or fiscal intermediaries according to the rules and regulations governing claims processing.

• Prepare and send a variety of documents including letters and emails in draft and final form for distribution to internal team members and external clients.

• Track delinquencies and create statistical spreadsheets to keep management updated on status of accounts.

• Successfully generated over $100K in revenue in collection and $1.1M in accounts in 2018.

• Work closely with the facilities front desk personnel to proactively resolve and prevent patient account errors.

• Identify bad debt balances and notifying billing manager of uncollectible balances.

• Problem solve by identifying and resolving patient billing issues.

• Demonstrate excellence in Customer Service when speaking with patients on the phone.

• Stay abreast of current issues, trends and changes in the laws and regulations governing medical billing.

• Provide support to other members of the billing department team as needed. Heart Home Health and Private Duty Care Provider, Houston, TX 2010 – 2013 HNA/CNA/HOSPICE CARE

Provided high-quality patient care as an in-demand per-diem CNA within surgical, acute-care, rehabilitation, home- healthcare and nursing-home settings. Preserved patient dignity and minimize discomfort while carrying out duties such as bedpan changes, diapering, emptying drainage bags and bathing. Key contributions:

• Obtained and recorded vital signs such as temperature, blood pressure, pulse and respiration rates, and blood sugar.

• Monitored patients' intake of oral medications as directed by physician or nurse and kept accurate documentation.

• Commended for chart accuracy, effective team collaboration, patient relations and consistent delivery of empathetic care.

• Provided support for patient and family in the end of life process.

• Contracted out through the VA Hospital for patients. Previous positions as Lead Teacher at Ivy Kids Learning Center and Teacher/Parent Liaison at St. John’s Academy. Education and Credentials

Associate of Arts, Houston Community College

CERTIFICATIONS

Phlebotomy Technician, San Jacinto Community College Certified Nursing Assistant, Beltech Training School Early Childhood Development Certification, Houston Community College

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